FAQs

IS IT NECESSARY TO REGISTER TO PURCHASE?

It is not necessary to register on the website to make a purchase, but you must provide the data required by current legislation: name, surname, email, telephone number and shipping address.

I HAVE PLACED AN ORDER BUT I HAVE NOT RECEIVED THE CONFIRMATION EMAIL, WHY? HAS IT BEEN PROCESSED?

All orders receive a confirmation email within one hour of placing the order (you may have it in your spam folder!). However, if you haven't received it, it may be for one of the following reasons:

• The payment has not been made successfully,
• The email has not been entered correctly
• There is a computer problem that has prevented that email from being sent.

Please check first that the payment has been made correctly, and if so, don't worry, send us an email to info@rociogago.com with all your details and we will confirm as soon as it has been sent.

CAN I PURCHASE FROM ANYWHERE?

You can check the list of countries where we ship our orders in the Shipping section.

CAN THE ORDER BE SENT TO ANOTHER PERSON?

If you wish, you can send the order as a gift to another person by indicating their full address during the purchase process. We always send our jewelry in a special package that is perfect for gift giving and we do not send a physical invoice or receipt.

 HOW TO CHECK IF THE PURCHASE HAS BEEN MADE CORRECTLY?

We always send an email to confirm that the purchase has been made correctly and then a second email to inform you about the shipment of the order. If you do not receive these communications, send us an email to rociogago@rociogago.com

We will contact you as soon as possible to resolve the issue.

 WHERE CAN I SEE MY TRACKING NUMBER?

By accessing your account you will be able to see the status of your order. If you do not have an account with us, once you have made the purchase you will receive an email with the order or shipment number and a link so you can track your purchase.

WHAT ARE THE DELIVERY TIMES?

You can check delivery times by country in the Shipping section.

WILL THE PRODUCT I PURCHASE BE THE SAME AS THE ONE I SEE IN THE PHOTO?

The photographs that appear on the website are faithful to the products, but it should be noted that they are taken in high quality with the aim of reflecting each piece of jewellery in maximum detail. In some cases, the customer may find differences in those products in which the raw material itself and its manufacturing process influence the final result, such as hand-made products. Occasionally, there may be differences in colours and details depending on the monitor from which you are viewing our website.

WHAT SHOULD BE DONE IF I RECEIVE A DEFECTIVE PRODUCT OR A PRODUCT THAT IS DIFFERENT FROM THE ONE ORDERED?

We carefully check each product before sending it. If, exceptionally, the product is damaged or is not what you ordered, please write an email to rociogago@rociogago.com with the order number and a photo of the product received. We will check that no more than 24-48 hours have passed since receiving the item and we will contact you as soon as possible.

HOW LONG IS THE WARRANTY LENGTH ON THE PRODUCTS?

All jewellery has a 6-month guarantee from the date of purchase against manufacturing defects or hidden flaws. This guarantee does not cover possible breakages or wear on the piece or its plating caused by use, whether perceived by the customer as adequate or inadequate.

WHAT PAYMENT METHOD CAN I USE?

• PayPal
• Credit card (MasterCard and VISA)
• Payment in installments
• Bank transfer